Overage useage

To Whom It May Concern at Xfinity,

I am writing on behalf of our father, who currently receives service through Xfinity. Last month, his bill exceeded $400, whereas his usual monthly bill is approximately $20–$40.

Our father has early-onset dementia and lives alone. We are unsure whether he may have accidentally changed something on his phone or account that resulted in these unexpected charges. To our knowledge, no one else could have used his phone.

His monthly bill has consistently been paid on time through automatic withdrawals from his bank account since his service began. This unusually high charge was unexpected and has placed a significant financial burden on him.

Given his medical condition and limited monthly income, losing more than $400 to an unexpected bill makes it difficult for him to meet his everyday living expenses. We understand that businesses must operate according to their policies, and we respect that. However, we are humbly asking for compassion and consideration of his circumstances.

Would Xfinity please review his account and consider reversing the unexpected charges or issuing a refund? Any adjustment or assistance you can provide would be sincerely appreciated.

Thank you for taking the time to consider our request. We hope that, given our father's circumstances and his history of consistent, on-time payments, some grace can be extended to him.

We look forward to your response and appreciate any help you can offer.

Sincerely,

[Edited: "Personal Information"]